Right to Respond

As part of our commitment to providing an honest and transparent view of health and social care services, Healthwatch Birmingham encourages providers to respond to comments the public have left.

Alongside ensuring providers can have a fair say in discussions about their services, replying to reviews demonstrates evidence of responding to patient feedback for the CQC, who regularly monitor our Feedback Centre. It is also an effective way to recruit service users for any wider engagement work at your organisation.

Guidelines for provider responses:

  • Keep language appropriate and civil
  • Remain professional and treat people’s comments fairly
  • Engage with the content of the review by addressing specific points and avoid cut and pasting a standard response
  • Don’t disclose the service user’s personal details or any potentially identifying information
  • Where appropriate leave organisational contact details e.g PALS or patient engagement teams for people to get further information

Remember: your response will be seen by everyone who uses the Feedback Centre, not just the original reviewer. All responses are moderated in accordance with our moderation policy.

For full terms and conditions, including a guide to how right to reply works for service providers download this guide.

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Original feedback for

Bhandal Dental Practice - 22 Arden Road


Breach of privacy

The rude receptionist broke my privacy rights in a public arena and embarrassed me by making comments about my family. The same woman who went round telling people in the area that I had died a few years ago and I had people coming to my parents door to offer condolences how dare she speak like that to me sat there judging people she doesn't know. I'm very much considering legal action against her causing me such distress and anxiety making me feel awkward and weird when all I did was come to have my teeth repaired the staff and dentist was very kind to me. This complaint is about the receptionist and I'm sure she's had many complaints and what's even worse is she lives locally I was even afraid to put down my medical issues I suffer because she's got a very big mouth and I didn't trust I could do that as she likes to talk about people's personal and private business outside a work environment and that right there is a massive breach of my privacy rights and anyone else's